Terms and conditions

Terms and conditions

General Terms and Conditions of Travel and Bike Tours
The General Terms and Conditions of Travel of the Maremonti Istra travel agency are an integral part of the travel packages and the travel organization contract concluded between the Maremonti Istra travel agency (hereinafter referred to as the AGENCY) and the contract holder/service user (hereinafter referred to as the TRAVELER). These conditions govern the mutual relationship between the travel organizer – the Agency and the Traveler, or the contract holder in cases where the contract holder enters into a travel organization contract (hereinafter referred to as the Contract) on behalf of a third party as the traveler. The Contract is considered binding once signed by an employee of the Agency and the Traveler, or once consent has been confirmed by other means (remote communication, email, etc.), and it produces legal effects once the Agency receives the corresponding payment by the agreed deadline.

The Traveler can register for a trip at the Agency’s office, at other authorized agencies in person, by phone, via the internet, or by other means of remote communication. At the time of registration, the Traveler pays 30% of the package price (unless otherwise stated in the program), with the remaining amount due no later than 21 days before the start of the trip (except for installment payments or unless otherwise stated in the program). If the Traveler fails to meet this obligation, it will be considered a cancellation of the reservation without the possibility of a refund of the deposit. The balance cannot be paid in installments by credit card. When entering into the contract, the Traveler is obliged to provide personal information and timely submit all documentation necessary for organizing the trip. The Traveler guarantees that the provided data is correct and valid for the smooth realization of the trip and accepts all legal obligations.

The package prices published in the travel program are valid from the day of program publication. The prices listed in the Agency’s programs are based on contracts with our partners and may not correspond to the prices published on site, at the travel destination, and any price differences cannot be subject to complaints.
The organizer reserves the right to change the published prices in the event of changes in service prices, or in the case of extraordinary circumstances (exchange rate changes, transportation costs, etc.). The traveler agrees to accept an increase in the agreed price up to 8%. If the agreed price increases by more than 8%, the traveler has the right to cancel the package, provided that they notify the Agency in writing within 2 working days of receiving the notice. If the traveler does not submit their cancellation of the package in writing within the specified time frame, it is assumed that they agree to the price change.

The offered hotels, apartments, or other facilities in the Agency’s programs are described according to the official categorization of the respective country valid at the time of program issuance. It should be noted that local categorizations in some countries may significantly differ. Comfort, food, and other services offered by hotels/apartments or other facilities are under the control of local and national tourist boards, and accommodation and service standards vary and are not comparable. The Agency is not responsible for any oral or written information that is not in accordance with the description of services and facilities in the Agency’s programs valid for the specified trip.

If the Traveler cancels the paid package, the Agency will retain the following amounts from the total package price (unless otherwise stated in the program):
The cancellation date serves as the basis for calculating cancellation fees as follows:

European Travels, Holidays, and Bike Tours:
Up to 30 days before departure: 30% of the package price
29-22 days before departure: 50% of the package price
21-15 days before departure: 80% of the package price
14 days or less before departure: 100% of the package price

The Gift Voucher paid to the agency is valid for one year from the date of issue or payment, and it is only valid for the person named on the voucher. The Gift Voucher cannot be transferred to other individuals or exchanged for cash.

The travel price does not include insurance against the risk of accidents and illness during the trip (unless otherwise stated in the program), insurance against damage and loss of luggage, and trip cancellation insurance. In accordance with the Law on the Provision of Tourism Services, Agency employees are required to offer a “package” of travel insurance, consisting of voluntary health insurance for staying abroad (if not otherwise stated in the program) and trip cancellation insurance in which the Agency acts as an intermediary. By signing the contract, the Traveler confirms that they have been offered and recommended the package of travel insurance. Trip cancellation insurance is paid when entering into the contract and cannot be paid later. The insurance premium is calculated according to the insurance company’s price list. Unforeseen obstacles as a reason for trip cancellation are determined by the insurance company in accordance with its terms (military call-up, illness, death in the immediate family, etc.). In the event of trip cancellation, the amount of the paid insurance premium for trip cancellation insurance is non-refundable. If the traveler does not have travel insurance, the Agency reserves the right to make payments according to the rules stated in the Cancellation of the Program section of these terms.

In accordance with applicable legal regulations, “Maremonti Istra” reserves the right to cancel the trip if a sufficient number of travelers have not signed up for the trip: no later than 20 days before the start of trips longer than 6 days, 7 days before the start of trips lasting 2 to 6 days, and 2 days before the start of trips lasting less than 2 days. It may also fully or partially cancel the program if extraordinary circumstances occur before or during its implementation, which could not have been predicted or avoided and which, if they had existed at the time of program publication and sale, would have justified the organizer not publishing the program. The Agency reserves the right to cancel the trip or make complete and partial changes to the travel program if unforeseen circumstances occur that could not have been predicted or avoided (natural disasters, traffic accidents, flight delays, unexpected changes in schedules, strikes, unrest, etc.). The Agency reserves the right to change the date or time of departure due to changes in the schedule or the occurrence of extraordinary circumstances, as well as the right to change the travel itinerary due to changed circumstances, without compensation, in accordance with applicable regulations in passenger transport. If the Agency cancels the trip, the Traveler has the right to a full refund of the amount paid, but not compensation for damages. The Agency undertakes to promptly inform the Traveler of any changes to the program, if such changes occur before the start of the trip. If circumstances at the destination prevent the accommodation of the Traveler in the reserved property, the Agency will accommodate the traveler in another property of equal or higher category than the reserved one at its own expense. The Agency is not responsible for any errors in the program printing or incorrect data entry by operators on websites.

The organizer is obliged to ensure the provision of services as well as the selection of service providers with the care of a prudent businessman, and to ensure the rights and interests of travelers in accordance with good practices in tourism. The Agency is obliged to provide the Traveler with all the services specified for each arrangement and to provide answers for any non-performance or partial performance of services. The Agency will fulfill all specified obligations from its programs in full and as described, except in cases of force majeure or unforeseen circumstances. If possible, the Agency will offer an alternative solution in such cases. The Agency is not obliged to provide services outside the General Terms and Conditions.

In case of payment impossibility or bankruptcy of the travel organizer, travelers present on the trip, as well as those who have paid advance payments for the trip, should contact Adriatic Osiguranje d.d., Listopadska 2, 10000 Zagreb, as soon as possible, providing the address or phone number where the insurance representative can contact them. This document serves as confirmation of insurance in case of bankruptcy or payment impossibility of the travel organizer. The insurance policy number for the tourist package arrangement is OVO686011245.

In accordance with the Law on the Provision of Tourism Services, the Agency has concluded a liability insurance policy with Wiener osiguranje Vienna Insurance Group d.d., policy number 1322-00065605, covering liability for damages caused to the traveler by non-performance, partial performance, or improper performance of obligations related to the package arrangement.

The Traveler is obliged to adhere to the rules of behavior in accommodation and other facilities, as well as in means of transportation, and must not impede the smooth progress of the travel program with their actions or endanger the rights of other travelers in the use of Agency services. If the Traveler causes damage to the service provider by their behavior, disrupts the smooth progress of the travel program, besides the right to compensation for damages, the Agency has the right to terminate the trip, in which case it will be considered that the trip was terminated at the request of the Traveler, and the Agency is not obliged to bear the costs of returning the Traveler to the place of departure. The Traveler is responsible for their documents and belongings, ensuring that their personal documents and luggage comply with the conditions prescribed by customs, health, and other administrative regulations of their own country as well as the country they are traveling to. If the Traveler is prevented from further travel due to non-compliance with customs regulations, they will bear all costs incurred for the return, as well as for unused services from the program, themselves. If the traveler is a minor or a child, the parent/guardian is obliged to accept the return of the child home or come to pick up the child at their own expense.

The traveler voluntarily provides personal data to the Agency for the purpose of implementing the tourist arrangement. This includes forwarding this data to third parties necessary for the implementation of the contracted tourist arrangement. The Agency undertakes to store personal data in a database in accordance with legal regulations. If the traveler wishes, they can give special consent for their personal data to be used for Maremonti Istra d.o.o. marketing activities. In order to obtain consent, the Agency will offer the traveler a Contract consenting to the provision of data for the aforementioned purposes. The traveler has the right to fully or partially withdraw consent at any time and request the deletion of personal data.

The traveler has the right to complain about incomplete or poorly executed services under the Contract. Procedure regarding complaints:
• It is in the interest of the Traveler to lodge a complaint about inadequate service on the spot with the Agency representative and/or with service providers (accommodation facility, carrier, etc.) who will try to remedy the cause of the complaint. If the traveler does not accept the offered solution that corresponds to the agreed service on the spot, the Agency is not obliged to consider a subsequent complaint from the Traveler.
• If the cause of the complaint is not resolved, or if the Traveler is not satisfied with the proposed solution, the Traveler must request confirmation that the service was not provided, or was not provided as agreed.
• The Traveler must attach the confirmation to a written complaint within 8 days of the end of the trip. If the traveler does not accept the offered solution that corresponds to the agreed service on the spot, the Agency is not obliged to consider a subsequent complaint. If the traveler submits a written complaint after this deadline, the Agency is not obliged to consider such a complaint. Each Traveler/contract holder submits a complaint separately, and the Agency will not consider group complaints. The Agency must provide a written solution to the complaint within 15 days of receiving the complaint, in the manner in which the complaint was received (by email, mail, or personal delivery), and may extend the deadline for resolving the complaint for an additional 14 days to gather information, about which it is obliged to inform the Traveler/complainant in writing. The Agency will only address those complaints for which the Traveler provides evidence that they have lodged a complaint with the service provider on the spot and that the cause could not be rectified on the spot. The maximum amount of compensation per complaint may reach the amount of the advertised service, but it cannot cover already used services or the total amount of the arrangement. Until the Agency resolves the complaint, the Traveler irrevocably waives the mediation of any other person or judicial institution, as well as providing information to third parties. The Traveler and the Agency will seek to resolve disputes amicably, otherwise they agree to the jurisdiction of the court nearest to the organizer’s headquarters.

Pula, 28.1.2024.

TERMS AND CONDITIONS – Excursions (less than 24 hours)
The purchase of the excursion on line, in the office or through our sub-agents, automatically implies the acceptance by the participants of the Maremonti Istra Ltd Terms and Conditions as listed below.
The company Maremonti-Istra Ltd. (further in text Organizer) based in Pula, Flavijevska 22, Pula, Croatia (taxpayer’s code 62010358521) organizes bike tours in Croatia, in a program called “Bike Tour Istria”.

By these Terms and Conditions, and according to the law, bike tours, cycling excursions are defined as an excursion that combines minimum two services and lasts less than 24 hours.
Excursions will be held for minimum 2 participants*.
* Bike tours; Pula old town and Cape Kamenjak minimum participants is 4.
Due to safety reasons, minors under the age of 16 are not allowed to make a tour reservation unless they are travelling unaccompanied by an adult of over 18 years old.

In case the minimum participation quote is not fulfilled, the service arranged by the contract will not be performed and the given deposit will be refunded.
The excursion will not take place in the case of adverse weather conditions or extraordinary events. In each of these cases, the Organizer withholds the right to use its own discretion when evaluating the appropriateness of excursions. In the case that the tour does not take place due to bad weather, no fee is applicable to the customer. Applicable cancellation costs:
• up to 7 days prior the excursion 30% of the total amount
• from 6 days till 72 hours prior the excursion 50% of the total amount
• within 72 hours prior the excursion 100% of the total amount
• in case of delay or no show, cancellation fee is 100% of the total amount.

The cycling tours will be held according to the program.
The Organizer provides clients with bicycles and helmets that will be delivered in perfect working condition and which must be returned by the client in the same condition at the end of the excursion.
English-speaking tour guide will accompany participants during the excursion.
Organizer waives all claims for damages made against them, and accepts no liability for any damage to the participant, third parties and equipment caused during excursions.
The organization does not assume responsibility for loss of baggage, money, valuables or other items during the excursions.

Participation is subject to the acceptance by the client.
Participants of the excursion affirm that they are entirely responsible for their own actions, and that any claim for damages to the Organizer are waived. In particular, clients declare that:
• they are able to ride a bike safely;
• they are of good health;
Participants must provide the organization with a valid ID (passport, identity card and health certificates should they be so requested).
Participants in the excursion are required to practice common sense, prudence and diligence, particularly in relation to the equipment provided by the company during the excursion, of which the participants agree to use at their own risk.
Participants will be held responsible for any damage to the equipment provided to them by the Organizer, parties agree that any dispute that may arise out of the interpretation or the application of this Agreement must be resolved exclusively by the Court of Croatia.

The Company would like to remind the passengers that Travel Insurance does not cover them and their luggage. It is in the responsibility of the client the purchase their own travel insurance. Nevertheless, Organizers Responsibility Insurance policy no. 1307- 00036000 contracted with Wiener Insurance Vienna Insurance Group protects passengers.

Maremonti Istra d.o.o.
PDV ID:HR62010358521

Pula, 28.1.2020.